Citibank - Service Relationship Manager - Branch Banking

Service Relationship Manager - Bank Branching

Dimensions of the Job :

- The personnel at the branch responsible for superior customer experience for service requests

- Handles service delivery for the branch channel for customers interacting/visiting the branch walk-in as well as voice based

The primary function of this role is to achieve the following :

- Overall Service quality objectives

- Track customer Relationship management

- Ensure that in branch customer experience is world class through seamless service delivery, minimal wait time & service desk & proactive customer engagement

- Cross Sell banking products to walk-ins and while calling

Core Responsibilities :

Primary Responsibilities :

- Transaction processing as per defined process and guidelines

- Processing service request/instructions

- Drive Quality initiatives on customer service

- Meet CSLM score of 90 % for CitiGold

- Ensure all legal, compliance, regulatory requirements are complied with

- Follows the engagement model prescribed by the bank for periodic interaction with the customers (eg:- self introduction calling, welcome calling, relationship calling)

- Handling customer queries

- Help drive service initiatives and cost control measures

- Attend all required/mandatory trainings

- Ensure minimal Ops Errors

- Secondary Responsibilities

- Process Implementation, mentoring & training of new joinees